Not surprisingly, online purveyors are upgrading their e-commerce platforms and making investments in nextgeneration
technologies to enable cross-channel selling,
segmentation and personalization, better search and navigation, and more. While platform upgrades occur every few years as new technology comes to market, online businesses also recognize the importance of optimizing what they have today with add-on services that do not require major overhauls.
Value Creation and Customer Experience Management in Mobile VAS for an Enhanc...Ali Saghaeian
Some of the topics covered in this slide deck:
Mapping the Customer Experience and creating Value
Customer experience as an ecosystem play
Top business and process challenges for customer experience programs
Deepen engagement over the lifecycle of the customer
Importance of Self Service in better customer experience
Objectives for Customer Experience Management (CEM)
Comparing Traditional Customer Service vs. Next Gen Proactive Support
This white paper is intended to stimulate thought and discussion for measuring the return on intranet and corporate portal investment.
It also documents different benchmarks and success stories of leading enterprises that successfully measure such value.
To download a PDF version of the report, please visit: http://www.prescientdigital.com/articles/finding-roi-white-paper?searchterm=finding+roi
Major Disruption! (Report)
Cloud computing is disrupting more than our technological norms. It is also creating new business models and new ways of working together.
KEY MESSAGES
• Cloud computing is disrupting more than our technological norms. It is completely transforming the way businesses interact, people collaborate, and business models are designed.
• Both within and outside the IT sector, companies are capitalising on the changing landscape by using and offering cloud services. This allows them to meet customer expectations, operate in a more agile fashion,
and develop new revenue streams.
• As a result of these changes, companies are becoming both consumers and providers, sometimes simultaneously.
• New business models and changing customer expectations will lead to increased competition and declining revenue and profit opportunities
unless companies proactively change—and continue to change—their understanding of the market and their role in it.
• Survival—not to mention profitability and long-term viability—depends on a company's ability to transform its business models and go-to-market structures.
• Unfortunately, the majority of companies continue to pursue their traditional approaches, failing to satisfy customers and therefore missing out on revenue opportunities.
Beyond B2B Consumerization: How Instant Commerce™ in B2B Changes the Future o...SAP Ariba
So what’s the next big thing in B2B e-commerce? Participate in this session to learn how B2B e-commerce is going beyond consumerization to instant commerce. We will examine: what factors will lead to B2B sector consolidation; who benefits when demand chains meet supply chains; what is driving the new Era of Instant Commerce™; and which new business models will profit from this new era.
In today's world of ever-changing consumer tastes and preferences, retailers need to keep up and cater to changing trends. The presentation talks about using technology for interactive marketing, analyzing consumer behaviour, and transforming-customer experiences.
Senior managers from hundreds of enterprises around the globe, in multiple industries, with a range of titles, were asked about their mobile strategies and current level of success. From this survey, only the top 14% were ranked as leaders. The complete IBM Institute for Business Value study will share with you the use of mobile by industry and highlight what the leaders have done to rise to the top.
SAP hybris shares its vision for Customer Engagement: To enable our customers to deliver consistent, contextual, and relevant experiences regardless of channel or device throughout the customer journey.
Missed the CRM Insider 2015 Keynote? Find it all here, presented at SAP Insider 2015, by Volker Hildebrand and Jamie Anderson.
For more, visit hybris.com/marketing
Value Creation and Customer Experience Management in Mobile VAS for an Enhanc...Ali Saghaeian
Some of the topics covered in this slide deck:
Mapping the Customer Experience and creating Value
Customer experience as an ecosystem play
Top business and process challenges for customer experience programs
Deepen engagement over the lifecycle of the customer
Importance of Self Service in better customer experience
Objectives for Customer Experience Management (CEM)
Comparing Traditional Customer Service vs. Next Gen Proactive Support
This white paper is intended to stimulate thought and discussion for measuring the return on intranet and corporate portal investment.
It also documents different benchmarks and success stories of leading enterprises that successfully measure such value.
To download a PDF version of the report, please visit: http://www.prescientdigital.com/articles/finding-roi-white-paper?searchterm=finding+roi
Major Disruption! (Report)
Cloud computing is disrupting more than our technological norms. It is also creating new business models and new ways of working together.
KEY MESSAGES
• Cloud computing is disrupting more than our technological norms. It is completely transforming the way businesses interact, people collaborate, and business models are designed.
• Both within and outside the IT sector, companies are capitalising on the changing landscape by using and offering cloud services. This allows them to meet customer expectations, operate in a more agile fashion,
and develop new revenue streams.
• As a result of these changes, companies are becoming both consumers and providers, sometimes simultaneously.
• New business models and changing customer expectations will lead to increased competition and declining revenue and profit opportunities
unless companies proactively change—and continue to change—their understanding of the market and their role in it.
• Survival—not to mention profitability and long-term viability—depends on a company's ability to transform its business models and go-to-market structures.
• Unfortunately, the majority of companies continue to pursue their traditional approaches, failing to satisfy customers and therefore missing out on revenue opportunities.
Beyond B2B Consumerization: How Instant Commerce™ in B2B Changes the Future o...SAP Ariba
So what’s the next big thing in B2B e-commerce? Participate in this session to learn how B2B e-commerce is going beyond consumerization to instant commerce. We will examine: what factors will lead to B2B sector consolidation; who benefits when demand chains meet supply chains; what is driving the new Era of Instant Commerce™; and which new business models will profit from this new era.
In today's world of ever-changing consumer tastes and preferences, retailers need to keep up and cater to changing trends. The presentation talks about using technology for interactive marketing, analyzing consumer behaviour, and transforming-customer experiences.
Senior managers from hundreds of enterprises around the globe, in multiple industries, with a range of titles, were asked about their mobile strategies and current level of success. From this survey, only the top 14% were ranked as leaders. The complete IBM Institute for Business Value study will share with you the use of mobile by industry and highlight what the leaders have done to rise to the top.
SAP hybris shares its vision for Customer Engagement: To enable our customers to deliver consistent, contextual, and relevant experiences regardless of channel or device throughout the customer journey.
Missed the CRM Insider 2015 Keynote? Find it all here, presented at SAP Insider 2015, by Volker Hildebrand and Jamie Anderson.
For more, visit hybris.com/marketing
Here are the novels from which to choose for your final College Comp research paper. You must choose TWO (unless otherwise noted) from the list. Your final research paper will be a comparison of the novels.
The Ten Things Your Bank Can Do Now (For Free) to Make More Money William Mills Agency
http://www.williammills.com/blog/10-things-your-bank-can-do-now-for-free-to-make-more-money/
Presentation by William Mills III, CEO for LCB’s 18th ANNUAL LEADERSHIP CONFERENCE
Top 3 topics:
What is Public Relations?
Why PR is the most important part of your work.
The Ten Things Your Bank Can Do Now (For Free) to Make More Money
Prezentare Olivian BREDA pe tema Structurarea informaţiei pe un site la Orange Concept Store.
Prezentare nivel începător-mediu: Structurarea informaţiei pe un site;
Technology Innovations in the Meeting IndustryKiKi L'Italien
Technology is always changing and you look good when your meeting utilizes the best and newest tools out there. Live Twitter feeds asking questions during your sessions, updates to attendees via social media during the meeting-how can you do these things and do them well?
SaaS, or Software as a Service, is radically transforming conventional software tools for micro/SMEs by diminishing transaction costs, increasing market flexibility and providing
cost effective outsourcing solutions to IT. Unlike any other time in history, micro/SMEs have a level playing field with large enterprise and Fortune 500 companies through early adoption of a myriad of SaaS solutions, which are enabling massive efficiency gains in areas such as: ERP, CRM, BI & HR solutions to name a few.
The rapidly shifting technology environment raises serious questions on how to help their companies capitalize on the transformation under way. Advancing technologies and their swift adoption are upending traditional business models. So, today we bring you Five Hottest Tech-Enabled Business Trends in 2017.
Firms in growth phase want to expand their customer base, enter new product markets and
rationalize their business. The advent of internet based electronic commerce has given them
ample opportunities do so. Although many SME's have embraced ICT and taken up e-commerce,
the adoption rate has been rather slow. Many industry analysts attribute this slow adoption rate
to the lack of awareness of e-commerce applications.
Livextension a SMX Milan 2014: Facebook for business & other paid social medi...LiveXtension
L'intervento di LiveXtension all'edizione 2014 di Search & Social Media Marketing Expo. Focus sui numeri dei social media in Italia e su tutte le opportunità di comunicazione a pagamento, su Facebook, Twitter e non solo.
L'opportunità e-commerce. La via più facile all’internazionalizzazione. Con q...LiveXtension
L'e-commerce è la via più facile all'internazionalizzazione per le piccole imprese artigiane italiane. Non è però una via semplice. Dati, informazioni utili e statistiche da diversi paesi e diverse ricerche illustrano i fattori da tenere sotto controllo per fare le scelte giuste. Presentazione alle imprese associate a Confartigianato di Perugia, il 28 maggio 2014.
Rassegna stampa ricerca Livextension - Italia più social degli USALiveXtension
Le principali riprese stampa della ricerca condotta dall'agenzia di comunicazione e marketing LiveXtension sulla maggiore penetrazione dei social media in Italia rispetto agli Stati Uniti, anche tra le fasce più anziane.
Case history dettagliata dell'iniziativa Cerca Sorgenia, realizzata tra gennaio e febbraio 2012 da LiveXtension per Sorgenia. L'iniziativa aveva l'obiettivo dichiarato di contrastare la presenza di negatività nelle SERP con keyword Sorgenia, introducendo associazioni con altre parole chiave positive e indicizzando nuove pagine con contenuti rilevanti per il business e la mission dell'azienda
Enrico Gasperini, presidente e fondatore del gruppo Digital Magics, presidente Audiweb, racconta lo scenario di internet, un media che cambia, in Italia e nel mondo. Shake the media mix, le biciclette, Milano, Social Media Week, 23 settembre 2010.
Bartending & mixology on the social mediaLiveXtension
Stefano Battioni, VP Spirits Buisness Unit di Illva Saronno SpA, presenta il documento How To Create Cocktail Legends Using The Social Media, con l’esperienza della sua azienda nell’utilizzo positivo dei social media per rivolgersi ai bartender. Shake the media mix, le biciclette, Milano, Social Media Week, 23 settembre 2010.
Pietro Sansone, partner e strategy director di LiveXtention, parla di strategia media: come pianificare azioni di comunicazione di successo in un quadro di riferimento che muta di continuo. Shake the media mix, le biciclette, Milano, Social Media Week, 23 settembre 2010.
Francesco Di Credico, social media specialist LiveXtention, si sofferma su trend presenti e futuri dei social media. Shake the media mix, le biciclette, Milano, Social Media Week, 23 settembre 2010.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Recruiting in the Digital Age: A Social Media MasterclassLuanWise
In this masterclass, presented at the Global HR Summit on 5th June 2024, Luan Wise explored the essential features of social media platforms that support talent acquisition, including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok.
Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
3. The Optimization Outlook Applicable Segments for
Optimization
Optimization services are on-demand software-
as-a-service (SaaS) technologies that add E-commerce today goes well beyond online
dynamic, real-time capabilities to existing online retail. Businesses across a range of industries,
platforms. Over the past two years, increasing both B2C and business-to-business (B2B), now
numbers of e-commerce companies have turned understand they are e-commerce players. As the
to SaaS optimization services as quick solutions online channel becomes core and growth in
that deliver immediate value at low cost. traditional channels slows, these businesses can
use optimization services to gain competitive
advantage and propel online revenues.
What are Optimization Services?
Optimization services are add-on, SaaS products that The four most common sectors where SaaS tools are helping to
can rapidly enhance an e-commerce company's optimize e-commerce include:
existing Website or platform. Because optimization
■ Retailers, wholesalers and consumer manufacturers that sell
services are licensed as on-demand services, they
physical or digital products directly through an online store
may be quickly implemented and deliver fast time
to value. ■ Online travel, hospitality and leisure sites that sell online
Optimization services, while alike in their ultimate reservations and tickets
goal and delivery mechanism, address a wide range ■ Online finance, insurance, cable, wireless and other service
of needs. Some of the most popular optimization providers that sell and support services and subscriptions online
services are pinpointed search functions, click-to-call
and click-to-chat services, and the ability to offer ■ Online yellow pages, real estate, auction sites and other
personalized product reviews and directories that connect buyers and sellers but may not directly
recommendations. process transactions
Not surprisingly, these sectors are also among the largest and
According to a 2009 report from AMR Research titled “Evolution to fastest-growing segments of e-commerce. comScore’s February
Third-Generation Systems,” 43% of companies in the under-$100- 2009 “State of the U.S. Online Retail Economy Report” found that
million segment plan to upgrade or add functionality to their first- online B2C retail and travel sales combined grew by 6%, hitting
or second-generation systems over the next year. Fifteen percent $221 billion in 2008. The lion’s share—$130 billion—came from
of those in the $100 million to $999 million range plan the same retail. The remaining $91 billion was generated by travel sites.
types of upgrades, as do 21% of companies that generate more
than $1 billion annually.
Since optimization services are leased and added to existing sites
rather than licensed or developed in-house, implementation is
rapid and more cost-effective than revamping an entire e-
commerce platform or investing in building or deploying products
directly. Monthly fees for optimization services can range from a
few hundred dollars to tens of thousands, depending on the size
of the site, the value delivered and the number of services the
customer has licensed.
Optimizing the E-Commerce Experience 3
4. Applicable Segments for Optimization Leading Optimization Applications
Despite the economic challenges of 2008 and 2009, many Optimization services perform a range of functions
e-commerce companies are continuing to invest in their businesses.
According to online retailers surveyed during Q1 2009 by the e-tailing
for many types of online businesses. This section of
group, 36% planned to spend more this year than last; 26% said they the white paper zeroes in on some of the areas
would invest about the same amount as they did in 2008.
where optimization is most important—and most
Change in E-Commerce Investments due to the profitable—to successful e-commerce operators.
Economy According to US Online Retailers, Q1 2009 (%
of respondents) It also provides short case studies that explain how
Investing somewhat more than 2008 as e-commerce is the individual businesses have applied specific
fastest-growing part of our business
36% services to help reach primary e-commerce goals.
Investing about the same as 2008
26% Content Targeting and Testing
Investing somewhat less than 2008 given our current business One of the most important metrics e-commerce companies look at
state
each day is online traffic. They generate traffic through a variety of
22%
marketing efforts, including search marketing, affiliate marketing,
Investing significantly less than 2008 given our current business
state banner and rich media ads, and an array of offline strategies.
8%
Savvy marketers, however, are focusing e-commerce efforts on what
No change happens after the click.They are looking to optimize campaigns to
8%
turn more visitors into customers.And they are doing this through on-
Source: the e-tailing group, "8th Annual Merchant Survey," provided to demand services that help convert more traffic into sales and leads.
eMarketer, April 2009
103426 www.eMarketer.com Content targeting and testing tools are a hot area—they help target the
103426
right content based on visitors’ incoming keyword or URL,segment or
Forrester Research found in December 2008 that better search
other criteria,and test different approaches to optimize results.
functions, product recommendations/personalization and
interactive support (such as click-to-call/click-to-chat) were According to a survey conducted by the Web Analytics
among the top technologies that businesses worldwide planned Association between October and December 2008, “targeting and
to implement. Search was near the top of the list, with 36% of segmentation” and “A/B and multivariate testing” ranked second
businesses planning minor upgrades and 21% considering major and third in terms of areas of knowledge that Web analytics users
overhauls. SaaS tools are an increasingly common way to offer were looking to improve.
these technologies.
Areas of Knowledge that Web Analytics Users
E-Commerce Technologies that Businesses Worldwide Worldwide* Would Most Like to Improve,
Plan to Implement in the Next Year, December 2008 October-December 2008 (% of respondents)
(% of respondents)
Measuring Web 2.0 technologies 60.8%
First- Minor Major No Don't
time upgrade upgrade plans know Targeting and segmentation 57.2%
purchase
A/B and multivariate testing 49.8%
Web analytics 4% 38% 19% 36% 4%
Search 0% 36% 21% 38% 6% Natural search marketing or SEO 48.6%
Web content management 8% 25% 21% 38% 9% Paid search marketing 41.2%
Product recommendations/ 8% 25% 15% 42% 11%
personalization Campaign management 37.8%
Interactive support (e.g., chat, 11% 25% 8% 47% 9% Content management 35.8%
click-to-call)
Creating custom reports 34.0%
Order management 2% 9% 21% 57% 11%
Alternative payments 6% 23% 8% 53% 11% E-mail marketing 32.2%
Other 13% 25% 38% 13% 13% Affiliate marketing 29.1%
Note: n=53 e-business and channel strategy managers
Note: n=444; *North America (61%), Europe, Middle East and Africa (26%),
Source: Forrester Research, "Global eBusiness and Channel Strategy
Professional Online Survey," December 2008 as cited in Forrester Asia-Pacific (11%) and Latin America (2%)
Research, "The Recession's Impact On 2009 eBusiness Plans," February Source: Web Analytics Association, "Outlook 2009: Survey Report,"
provided to eMarketer, January 7, 2009
2009 as cited by Research Recap, February 23, 2009
101044 www.eMarketer.com
101889 www.eMarketer.com
101889 101044
Optimizing the E-Commerce Experience 4
5. Leading Optimization Applications
A Q1 2009 study by the eMetrics Marketing Optimization Summit E-Tales
found that behavioral targeting, customer segmentation analysis ■ ApartmentGuide.com used a multivariate testing application
and multivariate testing were among the top technologies called Sitespect to test multiple user interface treatments. Since
marketers were outsourcing this year, indicating how on-demand different content is targeted at different people, the application
solutions are becoming a preferred way of monitoring targeting optimizes leads and conversion rates. Since installing Sitespect
and testing. eight months ago, ApartmentGuide.com has doubled the number
103366
of leads it forwards to rental offices, vice president John DeLatte
Campaign Optimization Services and Functions told eMarketer.The company was also ranked as one of Hitwise’s
Outsourced by Marketers Worldwide*, Q1 2009 (% of
respondents) top 20 e-commerce sites in June 2009. ApartmentGuide.com
doubled its leads:
Advertising optimization
50.0% ■ A multivariate application tests different user interfaces.
Navigation and usability optimization
■ All 800-number leads are tracked via call tracking technology.
26.9%
Website performance optimization ■ Location searches are supplemented with Google Maps.
23.1%
■ An iPhone app can be accessed via GPS button.
Behavioral targeting
23.1%
Call Tracking
Customer satisfaction monitoring and optimization
Another way marketers are helping to optimize traffic and
23.1%
increase return on their marketing spend is with next-generation
Customer segmentation analysis
call tracking technology. A few years ago, the click-through rate
23.1%
was the main method of evaluating the success of online
Traffic and pageview monitoring marketing campaigns. Today, the rise of post-click marketing is
19.2%
driving on-demand lead tracking services, such as call tracking,
Reputation management which tell marketers exactly how much traffic from each
19.2%
campaign is converted into actual sales and leads.
Online competitive analysis
15.4% On real estate sites, for example, call tracking monitors and
measures inbound phone responses to brokers’ and agents’
Cross-channel metrics
15.4%
Websites, property listings and marketing campaigns, including
online ads, print ads and paid search. Placing the same call
Multivariate testing
tracking numbers on print campaigns enables real estate
15.4%
professionals to evaluate the effectiveness of direct mail, print
Predictive analytics
ads, yard signs and other types of direct-response advertising.
15.4%
Conversion optimization
11.5%
Dashboards
11.5%
Note: *North America (76.1%), Europe (12.7%), Asia (4.2%) and other (7.0%)
Source: eMetrics Marketing Optimization Summit, "Measuring Success
Today," April 22, 2009
103366 www.eMarketer.com
Optimizing the E-Commerce Experience 5
6. Leading Optimization Applications
In a September 2008 study conducted by Sterling Market “The addition of call tracking features
Intelligence for Marchex, call tracking ranked second only to Web enables Homes.com advertisers to track
analytics among methods US national advertisers and agencies and measure leads and results from both
are using to measure the success of local advertising.
online and phone inquiries. More
Local Advertising Success Metrics Measured by US
importantly, call tracking data and reporting
National Advertisers and Agencies, September 2008 will enable agents and brokers to keep a
(% of respondents) closer eye on their lead opportunities and
Website analytics 54% advance the follow-up and conversion of
Call tracking 47% that home buyer.” —Jason Doyle, vice president
E-mails 45%
and general manager, Homes.com
Online forms 33%
Appointments from I-net 33% Personalized Ratings and Recommendations
Personalization is another category of e-commerce optimization
Coupons 21%
that helps increase conversion rates by dynamically tailoring the
Other methods 6%
online experience for each and every visitor.While many businesses
Unsure 3% are building segmentation and scenario-based personalization into
Source: Marchex, Inc. "Local Online Advertising: Strategies and Tactics their core e-commerce platforms, on-demand optimization services
Every Company Should Know" conducted by Sterling Market Intelligence, go a step further by “microtargeting” the online experience based on
October 1, 2008
098558 www.eMarketer.com the specific clicks and behavior of each visitor.
098558
Product recommendations are a popular optimization service being
E-Tales added by e-commerce sites to personalize and tailor the online
■ ApartmentGuide.com is using eStara call tracking technology experience. Until recently, only e-commerce behemoths such as
from ATG, which replaces standard phone numbers with Netflix and Amazon.com could afford to provide personalized
trackable local and long-distance numbers and helps it measure product recommendations. Growth of SaaS solutions—along with
performance. The company views the toll-free number as a the number of e-commerce vendors offering them—has made
“currency system,” explained Mr. DeLatte, “in that tracking personalization attainable for all online businesses.
proves the value of advertising to property owners.”
Many e-commerce companies that have implemented on-demand
■ ThomasNet, the No. 1 purchasing destination for industrial personalization said sales have increased dramatically because
buyers, sought to enhance its Web traffic by strengthening its more leads are converted into transactions. Still, only 27.6% of
ability to articulate the site’s value for advertisers. ThomasNet online retailers offer personalized product recommendations,
uses eStara call tracking from ATG to assign a local or toll-free according to an August 2008 study from Internet Retailer. Many
number to advertiser listings posted on its site. said first-generation technologies have not met expectations.
ATG measures (in real time) the inbound phone responses each US Online Retailers that Offer Personalized Product
advertiser receives. ThomasNet can then generate a report for Recommendations on E-Commerce Site, August 2008
each of its customers with call metrics as well as contact details (% of respondents)
for every caller, including name, phone number and ZIP code.
This provides valuable buyer intelligence while ensuring no lead
is lost. Offer personalized
product
recommendations
27.6%
Do not offer
personalized product
recommendations
72.4%
Note: n=124
Source: Internet Retailer, "Emerging Technology" conducted by Vovici
Corporation, September 2008
097886 www.eMarketer.com
097886
Optimizing the E-Commerce Experience 6
7. Leading Optimization Applications
Types of recommendations solutions vary. The most common Some personalization functions go beyond making product or
involve suggesting a product or service that is similar to the one service suggestions—they track people’s time and attention
the consumer is looking at in terms of style, usability or other spans. Many consumers, for example, spend more time browsing
characteristics. Some features remember shoppers’ preferences Websites on weekends than on weekdays. On weekdays, they
or previous purchases, list the site’s top sellers or have a “tell a want to find what they need and leave the site; weekend browsing
friend” button that transmits product information. In a sense, on- is more leisurely. According to a July 2009 BusinessWeek article on
demand recommendation features can become the in-store personalized recommendations, sites can “adjust to [shoppers’]
salespeople of the online world, recommending items based on rhythms, leading shoppers on a leisurely stroll on Saturday
the behavior and preferences of each visitor. afternoon, and sending them hurtling toward checkout on
Monday morning.”
Internet Retailer also found that 21% of companies queried said
that personalized product recommendation solutions can improve Personalized ratings and reviews are another way of optimizing
sales. Another 21% said these products increase conversion rates the online experience by allowing users to contribute their own
and 19% believed they improve cross-selling. If a clothing item content to help others make decisions. Businesses can easily add
does not come in the size a customer needs, for example, that ratings and reviews as on-demand solutions, relying on vendors to
person may opt for a secondary suggested item of similar style. deliver the technology and outsource the monitoring of content.
Benefits to US Online Retailers that Offer Many e-commerce companies today allow consumers to write
Personalized Product Recommendations on and post comments and reviews. In addition to providing
E-Commerce Site, August 2008 (% of respondents) guidelines for other shoppers, this can help resolve problems
Higher total sales related to products or services supplied by third parties.
21%
One e-tailing executive said that some of his product
Improved conversion rate
manufacturers resolved merchandise issues after consumers
21%
wrote negative reviews. In other instances, the e-tailer removed
Better cross-selling and upselling opportunities based on
purchasing history and product preferences of individuals disappointing SKUs from its site. The company always posts a
19% notice explaining a problem’s resolution. “This helps with
Bigger ticket
consumer confidence and conversions,” the executive added.
15%
According to Forrester Research (December 2008), apparel,
Reduced returns and shopping cart abandonment footwear and accessories ranked fourth among the retail
11% categories for which consumers find reviews most helpful. Their
Improved open and click-through rates of segmented e-mail survey of 2,890 US Internet users indicated that 47% benefited
campaigns
from the feature in this product category alone.
10%
Other
E-Tales
3%
■ Zappos.com, often considered a benchmark in e-commerce
Source: Internet Retailer, "Emerging Technology" conducted by Vovici efficiency, found that customer reviews reduce returns.
Corporation, September 2008
097887 www.eMarketer.com Shoppers may indicate, say, that a shoe runs small or does not
097887 look nice with pleated pants.
Personalization yields the best results when it tracks multiple
■ Netflix factors in movie plots as well as movie categories rented
consumer behaviors, Jack Aaronson, CEO of the Aaronson Group
before it makes recommendations.A consumer who rented
and a former Barnes & Noble executive, told eMarketer in March
“Goodfellas,” for example, might not like all crime movies. But if the
2009. In addition to tracking what books a purchaser of a particular
customer gives high ratings to both “Goodfellas” and “The
title bought, for example, algorithms can factor in other sales
Godfather,” as Steve Swasey, Netflix’s vice president of
motivators. This could involve layering in research regarding what
communications, told eMarketer in March 2009, that person very
was most important to consumers—say, subject versus author.
likely enjoys epic movies with a crime base and immigrant theme.
Netflix cross-references consumer ratings, which provide more
accurate predictions about what people will like, said Mr. Swasey.
He added that 60% of Netflix members regularly rate movies.
Optimizing the E-Commerce Experience 7
8. Leading Optimization Applications
■ Tommy Hilfiger added a SaaS-based recommendations Factors that drive consumers to seek assistance include the need
service from ATG in fall 2008. Based on a predictive algorithm, for additional information (58%) and confusion about how to place
the tool uses product data, site structure and shoppers’ current an order (53%), according to respondents to a June 2009 ATG
and past behaviors to make suggestions. survey. Some 37% of online shoppers said they seek help when
return polices are not clearly stated.
Prior to implementation, Tommy Hilfiger had been creating hard-
coded product recommendations to stimulate cross-sells.
Factors that Would Cause US Online Shoppers to Seek
Information was based on what the company was trying to sell Live Assistance When Making a Purchase Online, June
rather than what visitors wanted. The same suggestions were 2009 (% of respondents)
made to every shopper. The approach was time-consuming and Need more information about the product/service than is on the
was not helping sales. site
58%
Within 30 days of deployment, 16% of total online revenues were Trouble completing the order/checking out
being impacted by the new tool, according to information 53%
provided by Tommy Hilfiger. That figure jumped to 30% when the
Return policy is not clearly stated on the site
site began to use the service to automate and personalize other 37%
parts of its online merchandise, such as top sellers and gift guides.
Product/service requires sensitive information (e.g., Social
Security number)
Checkout frequency increased threefold among 32%
Tommy Hilfiger shoppers who interacted with the Want to hear about discounts or promotions before buying
ATG Recommendations product. 28%
Product/service is complicated and has many steps (e.g.,
cellphone or cable plan)
■ OpenTable is a repository of restaurant opinions and
25%
information. It runs customer reviews and partners with
Shipping and pickup options and timing
hundreds of Websites as well as with the online properties of
20%
local newspapers. Thus, consumers do not have to read myriad
blogs. The transaction facilitator allows diners to place real-time Product/service is expensive (e.g., appliance or TV)
13%
reservations and search for restaurants by geography, price and
cuisine. Success is measured by how many restaurant seats are Note: respondents were asked to choose up to three choices
Source: ATG, "Customer Service Survey," provided to eMarketer, June 25,
filled, said Ann Shepherd, vice president of marketing, in a 2009
December 2008 eMarketer interview. 105308 www.eMarketer.com
105308
Live Help A JCPenney study found that “highly satisfied” customers make
In the early years of e-commerce, the pervasive school of thought 11% more purchases, as reported in the BusinessWeek article. In
was to eliminate human involvement from online transactions as the magazine’s own customer service survey of 1,033 readers,
much as possible. Contact methods were often difficult to find or poor telephone service emerged as the biggest complaint (54.8%).
use. Many sites only offered a toll-free number or e-mail address In the words of one reader, “the purgatory of [being put on] hold is
to help would-be buyers obtain answers to questions, requiring the most annoying experience.” Another noted that “there is no
them to “switch” channels or wait for a response. This approach is steering wheel to bang.”
rapidly changing.
More and more e-commerce companies are implementing click-to-
Today’s e-commerce companies realize the benefit of direct, chat and click-to-call services as on-demand optimization services.
timely assistance to close more online sales and improve loyalty. Both services solve the problem of 800-numbers and e-mail by
Online customers, they now acknowledge, should be treated as allowing consumers to get live assistance while they are online.
well as guests who are physically present. This has become even
Click-to-chat creates a live text interchange between the
more important during challenging economic times, particularly
consumer and e-commerce company. With chat, customer
when it comes to holding on to existing customers.
service personnel can split their time among several customers,
“As the pool of new online buyers begins to dry up,” said Jeffrey cutting down wait times.
Grau, senior analyst at eMarketer, “Web retailers will focus on
strategies that help them retain customers, such as improving
customer service.”
Optimizing the E-Commerce Experience 8
9. Leading Optimization Applications
Click-to-call allows shoppers to click a button, type in their phone In a 12-month study that began in June 2008, ATG found that many
number and receive a direct call from a customer service businesses used integrated click-to-call and click-to-chat
representative. There is no “on hold” period and they do not have to solutions. Yet some industries tend to field more calls than chats,
navigate annoying touch-tone telephone menus. Like chat, click-to- including retail electronics (94.6% versus 5.4%), high-tech
call allows agents to see where users are on a Website and browse IT/software (83.5% versus 16.5%), banking (77.0% versus 23.0%)
with them to help close more sales and improve service. and hospitality (76.3% versus 23.7%).
Click-to-chat and click-to-call are each useful in different situations. Click-to-chat outpaces click-to-call in apparel (88.8% versus
In June 2009, ATG found that US online shoppers preferred live help 11.2%), travel (87.3% versus 12.7%) and telecommunications
over the phone via click-to-call when dealing with sensitive or (70.3% versus 29.7%).
complicated information, technical problems or a large amount of
money. For simpler queries, such as those about order status, Click-to-Call vs. Click-to-Chat Live Help Usage
According to ATG Clients Worldwide, by Industry, June
promotional information, shipping options or cheaper services, live
2008-June 2009 (% of total)
chat was the preferred customer service option.
Retail–electronics 5.4%
94.6%
Preferred Live Assistance Method (Call* vs. Chat**)
for Select Online Shopping Scenarios According to US High–tech, IT and software
Online Shoppers, June 2009 (% of respondents) 83.5% 16.5%
Call* Chat**
Banking
Making a purchase or applying for a service that costs 78% 22%
$500+ 77.0% 23.0%
Making a purchase or applying for a service that requires 78% 22% Hospitality
sensitive/private information (e.g., Social Security number) 76.3% 23.7%
Need complicated information on product/service to 71% 29% Insurance
purchase or apply online
62.3% 37.7%
Making a purchase or applying for a service that costs 67% 33%
between $100-$500 Retail–big box
I'm having trouble completing my order 67% 33% 59.7% 40.3%
I can't log in to my account 64% 36% Other financial services
I have a question about the status of my order 48% 52% 59.2% 40.8%
Making a purchase or applying for a service that costs 47% 53% Transportation
less than $100
32.2% 67.8%
I want to ask about the return/refund policy 44% 56%
Retail–other
I want to hear about discounts or promotions 44% 56%
31.2% 68.8%
I want to ask about shipping and pickup options 41% 59%
Telecommunications
Need basic information on product/service to 40% 60%
purchase or apply online 29.7% 70.3%
Note: *clicking a button or accepting a proactive invitation to have a Travel
customer service representative call you; **clicking a button or accepting 12.7% 87.3%
a proactive invitation to initiate a text chat interaction with a customer
service representative Retail–apparel
Source: ATG, "Customer Service Survey," provided to eMarketer, June 25,
2009 11.2% 88.8%
105310 www.eMarketer.com Other enterprise
105310 41.0% 59.0%
Click-to-call Click-to-chat
Note: based on 400,537,392 click-to-chat and click-to-call sessions for
806 implementations among ATG clients in Asia Pacific, Europe and
North America
Source: ATG with eMarketer calculations, July 2009
105185 www.eMarketer.com
105185
According to BusinessWeek, travel companies that employ both
technologies include Continental Airlines and Expedia; BMW, Best
Buy and Louis Vuitton use both on the e-tailing side.
Optimizing the E-Commerce Experience 9
10. Leading Optimization Applications
E-Tales Targeted E-Mail Marketing
■ Zappos.com views the telephone as a primary means of While converting new visitors into customers is a key focus of
consumer interaction. Many calls come from novice online e-commerce companies, getting existing customers to buy again
shoppers who wind up placing orders over the phone. “While is just as important, as it often costs less than acquiring new
phone orders are in the single digits, they are a few percentage customers. E-mail marketing tools—delivered as on-demand
points of daily sales,” said Mr. Kalma. “The site is the lead solutions—are the primary way companies drive repeat traffic and
generator. I don’t think most e-commerce companies put purchases, and cross-sell or upsell existing customers.
enough effort into phone service.”
Leading e-commerce companies are taking e-mail marketing a
step further with new optimization services that tailor and target
“What better way to measure efforts than to the right offers to e-mail recipients. Using complex algorithms,
talk to your customers? [The phone] is a they layer in past purchasing behavior, demographics and other
branding opportunity, not an expense.” factors that generate e-mails for specific customers. E-mails may
include special offers for certain people—say, customers who
—Brian Kalma, director of user experience, Zappos.com
spent more than $200 over the past year. Or a site selling sporting
goods may only target past purchasers of camping equipment.
■ HSBC Card Services implemented eStara Click to Call from
ATG about seven years ago. Two years ago, it launched the Not many online businesses use these targeting functions. In April
complementary eStara Click to Chat. It uses click-to-call to 2009, the e-tailing group found that 16% of e-commerce
communicate with customers who are on its site and need help companies sent personalized e-mails based on past customer
with transactions. It also uses the feature to target existing behavior. Still, this figure was up from 11% in 2008.
customers with new service offers. When an invitation icon pops
up, interested consumers can have a representative call them Website and E-Mail Personalization Features Among
right away. The feature does not send more invites than HSBC US Online Retailers, 2008 & 2009 (% of respondents)
can respond to. Therefore, people are not kept on hold, said 2008 2009
Shane Herrell, HSBC’s vice president of digital marketing, tools Post-order e-mails are sent based on past purchases 17% 23%
and technology, in an interview with eMarketer. Site greets returning customers by name 18% 20%
Our e-mails are very personalized based on past customer 11% 16%
Click-to-call is paired with co-browsing at HSBC. Many customers behavior
use the latter feature when they are having trouble navigating or Site dynamically shows product based on past customer 8% 9%
purchases
filling out a form. The co-browse function allows the rep to see,
We provide a limited amount of personalization 33% 45%
with the customer’s permission, what the customer is viewing on
We intend to add personalization in 2009 44% 34%
the Website. Chat has also carved inroads among prospective
customers with poor credit or those with loan delinquencies who We have no personalization and don't anticipate adding 20% 14%
such functionality this year
may be uncomfortable talking to a live person.
Source: the e-tailing group, "8th Annual Merchant Survey," provided to
eMarketer, April 2009
■ Wells Fargo conducts about 30% of its online business via
103438 www.eMarketer.com
telephone. When customers click to call, the call is routed 103438
through Internet protocols rather than traditional copper wire. According to a Forrester Research study cited by MarketingVOX in
The automated technology is faster and costs about $1.50 per June 2009, e-mail marketing spending in the US will reach $2
call, said Doug Loots, marketing strategy manager with Wells billion by 2014—almost double the projected spend of $1.2 billion
Fargo’s consumer lending business. Before the product was for 2009. Retention e-mails (those sent with consumer consent)
implemented two years ago, calls used to cost about $3. will account for more than one-third of all marketing messages
Click to Call is popular among loan applicants. Contact time is sent to shoppers. Within five years, consumers will opt in to
about 10 seconds following completion of an online application. receive 9,000 e-mail marketing messages annually.
Booking rates have improved by 40% because fewer people
disconnect. “Before,” said Mr. Loots, “they would click to apply
and a loan officer would call them the next day.”
Optimizing the E-Commerce Experience 10
11. Leading Optimization Applications
In a recent study, the e-tailing group found that 83% of e-commerce E-Tales
companies believed e-mail drives incremental revenue; 74% said it ■ Zappos.com’s shoppers can choose the types of e-mail they
improved purchasing frequency; 72% (unchanged from 2008) want to receive. A consumer may only want e-mails about
believed it increases store and catalog purchasing; and 60% said dresses, for example, said Mr. Kalma. The company also sends
e-mail helps acquire new customers. generalized e-mails about promotions and special products.
Zappos hopes to further personalize this area.
Important* Uses of E-Mail Marketing According to US
Online Retailers, 2008 & 2009 (% of respondents) ■ Diapers.com sends e-mails to customers who have abandoned
2008 2009 online shopping carts, reported DMNews in September 2008. The
Drive incremental revenue 74% 83% reminder is sent a few days after the abandonment occurs.
Increase purchase frequency 76% 74% During a one-month period, the e-mails generated a 48% higher
Increase purchasing from your catalog or store 72% 72% open rate and a 78% higher click-through rate than e-mails used
Acquire new customers 58% 60% during previous campaigns. Net conversion rate was 6.5%, a full
Sell seasonal product 49% 56% 129% higher than figures generated by past endeavors.
Improve loyalty 58% 55%
Reactivate customers 53% 48% ■ HSBC sends outbound e-mails to consumers who sent inbound
Reinforce your brand proposition 49% 41% e-mails. Outbound e-mails focus on specific services, such as
Increase average order 49% 39% balance transfers, insurance or special rates for people who sign
Liquidate product 34% 34% up for a loan by a certain date.
Note: *rated as "very important," "somewhat important" or "important"
Source: the e-tailing group, "8th Annual Merchant Survey," provided to ■ Scentiments.com, an online fragrance seller, began
eMarketer, April 2009 emphasizing customer-centric features in August 2008. Using a
103437 www.eMarketer.com
recommendations tool, customer data is used to make product
103437
suggestions and send personalized e-mails.
SaaS-supported functions are rapidly becoming part of the e-mail
equation. According to an April 2009 Gartner report, the SaaS model Click-through rates have doubled. Overall site revenues
for e-mail solutions should represent 20% of the commercial e-mail increased by 11% and sales of the most popular item went up by
market by the end of 2012; in 2007, it accounted for only 1%. Gartner 56%. Open rates are 30% and conversion rates are 16%, said
research vice president Matt Cain noted that the earliest adopters CEO Howard Wyner. Customers also receive an e-mail reminder
of the e-mail SaaS model are small or medium-sized businesses. when an out-of-stock product comes in.
To reap the full benefits of any e-mail marketing initiative, e-commerce ■ Wells Fargo periodically e-mails customers who do business
companies need to track and measure consumer activities and utilize with other banks. If somebody has a checking account with
the results.This is often easier said than done. In a February–March Wells Fargo and a loan with another institution, that person
2009 study, eROI found that 18.06% of e-mail marketers do not track might receive an e-mail invitation to “refinance” with Wells
open rates, click rates and open-to-click ratios—the three most Fargo, said Mr. Loots. The message could also be about loan
important e-mail marketing metrics.The top reasons cited for not consolidation and making lower payments.
tracking campaigns were lack of knowledge and budget constraints.
US E-Mail Marketers Who Track E-Mail Campaign
Results, February-March 2009 (% of respondents)
Do not
track campaigns
18.06%
Track campaigns
81.94%
Source: eROI, "Use of Analytics in E-Mail Marketing Campaigns," March 20,
2009
102803 www.eMarketer.com
102803
Optimizing the E-Commerce Experience 11
12. The Future of Optimization
Over the next decade, e-commerce will continue
to evolve as companies mix and meld channels,
technologies and strategies. A financial services
company, for example, might find a new use
for a feature that has mainly been used by
apparel e-tailers.
Mobile commerce in particular should play a huge role, especially
in service areas such as travel, finance and real estate. Avis
already offers an iPhone application for airport location
reservations. 1-800-FLOWERS’ Mobile Gift Center provides
BlackBerry users with last-minute gift-giving options. And Wells
Fargo Online Mobile Banking lets consumers pay bills via
cellphone. Within a few years, Mr. Loots believes, mobile
commerce will be one of Wells Fargo’s biggest channels.
Video is another growing area. In August, Zappos.com began using
video as part of its product suggestion function. Video allows
consumers to view a moving image of a product paired with other
apparel, shoes or accessories. Clickable text links let shoppers
obtain more information. Another video function lets guests
submit their own product videos. Mr. Kalma believes engagement
will be close to 20% on pages with video. “If a consumer takes the
time to open a video and look at it, why not bring it to the next
level by layering on metadata that makes it clickable?” he asked.
“By letting a formal wedding shoe description turn into a complete
outfit with bag and dress, we bring more product to more people
more quickly.”
The use of social media to connect with customers and optimize
customer interactions is expected to continue gaining momentum.
More than one-half of Web retailers surveyed already use five of 10
identified community or social media tools, and only tiny percentages
had no plans to use them later. Facebook fan pages were most
popular, followed by Twitter and customer reviews. Some retailers, for
example, are posting Click to Call and Click to Chat options on their
Facebook pages—optimizing across multiple channels.
Across mobile, video and social media, SaaS products will
provide e-commerce companies with a quick, affordable and
customer-centric means of reaching more people with more
personalized information. The implementation of these
technologies will allow e-commerce players to offer a truly
consistent experience to customers across all commerce channels.
Optimizing the E-Commerce Experience 12
13. About ATG About eMarketer
A trusted, global specialist in e-commerce, ATG eMarketer is a business service unlike any
(Art Technology Group, Inc., NASDAQ: ARTG) has other. eMarketer does not conduct research. It
spent the last decade focused on helping the aggregates and analyzes all the available
world’s premier brands maximize the success of research, surveys and data on a given topic. So
their online businesses. you see far more than a single source could ever
The ATG Commerce Suite is the top-rated cross-channel
provide. eMarketer doesn’t deliver one point of
commerce solution for powering highly personalized, efficient view, it gives you thousands. Providing overviews
and effective e-commerce sites. ATG also services multiple
and insights available nowhere else, eMarketer
industries with ATG Optimization Services, which offer the
flexibility to target visitors with the right offer at the right time in reports on the reports, analyzes the analysts and
the right channel—using automation, business rules and human dissects the data.
interaction—to drive profitable sales. These platform-neutral
SaaS-based services like Click to Call, Click to Chat, Call Tracking
and Automated Recommendations, help businesses lift online A Trusted Resource
revenue quickly, easily and measurably by converting more eMarketer serves as a trusted, third-party resource, cutting
visitors into customers. through the clutter and hype–helping businesses make sense of
the numbers and trends. eMarketer's products and services help
ATG customers include progressive, innovative online brands like companies make better, more informed business decisions by:
Apartmentguide.com, AT&T, Best Buy, Continental Airlines, CVS,
■ Streamlining research sources and reducing costs
Dell, Expedia, France Telecom, Hilton, HSBC, Jenny Craig, Macy's,
Microsoft, Neiman Marcus, PayPal, Procter & Gamble, Sears, ■ Eliminating critical data gaps
Target, Tommy Hilfiger, Vodafone, and Wells Fargo. For more
information, please visit http://www.atg.com. ■ Providing an objective, bird’s eye view of the entire landscape
■ Better deploying and sharing information across the company
■ Building solid business cases backed up by hard data
■ Reducing business risk
■ Saving valuable time
Contact
eMarketer, Inc. Toll-Free: 800-405-0844
75 Broad Street Outside the US: 212-763-6010
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To learn more about subscriptions to eMarketer,
call 800-405-0844 (outside the U.S. and Canada,
call 001-212-763-6010), or e-mail sales@emarketer.com.
Optimizing the E-Commerce Experience 13